The emergence of generative AI (GenAI) is fundamentally reshaping the landscape of customer experience (CX). As organizations race to meet rapidly evolving customer expectations, GenAI is proving to be a catalyst for innovation—enabling businesses to reimagine engagement, personalize interactions at scale, and unlock new business models. Publicis Sapient, recognized as a market leader in generative enterprise services by HFS Research, is at the forefront of this transformation, helping clients harness GenAI to accelerate CX innovation and deliver measurable business outcomes.
Generative AI is more than a technological leap; it is a paradigm shift in how organizations approach customer engagement. By leveraging advanced machine learning models, GenAI can create content, automate complex processes, and generate insights that drive hyper-personalized experiences. This technology empowers brands to:
These capabilities are transforming the traditional boundaries of CRM and CX, enabling organizations to move from reactive service models to proactive, predictive, and even creative engagement strategies.
Publicis Sapient’s leadership in generative enterprise services is built on its SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI. This integrated approach enables clients to move quickly from GenAI prototypes to production, overcoming common challenges that stall innovation. HFS Research highlights Publicis Sapient’s ability to combine quick starts with a long-term vision, ensuring that GenAI is not just a tool for experimentation but a driver of enterprise-scale transformation.
Clients and industry analysts consistently recognize Publicis Sapient for its:
Publicis Sapient’s work spans industries and use cases, demonstrating the versatility and impact of GenAI on customer experience:
One of the key differentiators for Publicis Sapient is its ability to help clients move beyond the prototype phase—a common stumbling block for GenAI initiatives. Through its SPEED model and integrated program governance, Publicis Sapient ensures that GenAI solutions are:
This approach is underpinned by investments in data quality, tooling standardization, and a robust partner ecosystem, enabling clients to confidently scale GenAI across their organizations.
Publicis Sapient’s expertise extends to the seamless integration of GenAI into leading CRM and CX platforms, including Salesforce and Adobe Experience Cloud. As a recognized leader in both Salesforce service provision and Adobe Experience Cloud professional services, Publicis Sapient brings:
For example, by integrating GenAI with Salesforce Data Cloud and Agentforce, Publicis Sapient has enabled clients to automate customer interactions, streamline e-commerce operations, and unlock new levels of personalization—resulting in faster brand launches, increased release velocity, and significant cost savings.
The impact of GenAI on customer experience is not theoretical—it is tangible and measurable. Publicis Sapient’s clients have realized:
These outcomes are the result of a holistic, data-driven approach that combines strategy, design, engineering, and AI to deliver value at every stage of the customer journey.
As generative AI continues to evolve, the future of customer experience will be defined by organizations’ ability to harness this technology for continuous innovation. Publicis Sapient’s recognition as a market leader in GenAI, data modernization, and experience design underscores its commitment to helping clients stay ahead of the curve—transforming not just customer interactions, but entire business models.
For digital, data, and innovation leaders, partnering with Publicis Sapient means gaining a trusted advisor and execution partner who can turn the promise of GenAI into real, sustainable business impact. The future of customer experience is being written today—and with GenAI, Publicis Sapient is helping clients lead the way.